Published: Jul 29, 2025
redefining IT operations as a catalyst for digital transformation
Our client, a provider of IT managed services, faced challenges managing multiple technology vendors, resulting in inconsistent service quality, complex operations, and rising costs. To address this, NCS established a Digital Services Centre to streamline service delivery and strengthen control across all support teams. The Centre empowered the client’s operations team to manage service delivery more effectively across both onshore and offshore teams. With a unified view of IT operations from infrastructure and storage to network and helpdesk support, the client now benefits from greater control, more consistent service delivery and faster response times. As a result, operational costs have been reduced by 10%, and productivity has increased by 20%.
The challenge:
Our client relied on multiple tech vendors to deliver their outsourcing services. While this approach initially seemed effective, it led to several issues, including inconsistent service quality, complex management, and rising operational costs.
The solution:
To gain better control over outsourcing quality, NCS established a Digital Services Centre to streamline operational processes. The Centre enabled client’s outsourcing operations team to better manage service delivery across both onshore and offshore support teams.
Snapshot of capabilities:
- NCS Infinity Platform – A smart, all-in-one platform that leverages AI-driven automation to optimise storage, network, application performance and cloud operations.
- Centralised Expertise – A skilled and dedicated IT support team provides 27/7 monitoring and rapid response to issues, ensuring continuous operational uptime.
The impact:
The Centre transformed the way the outsourcing operations team works. With a unified view of IT operations from infrastructure and storage to network and helpdesk support, the client’s operations team now enjoys greater control, faster response time, and more consistent service delivery.
- Greater Efficiency – 10% reduction in operational costs and over 20% increase in productivity through streamlined workflows and smarter IT management.
- Smarter, Faster IT Support – Enabled by leveraging AI, cloud technologies, enhanced security, and automation.